BetBeast Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I already had myself banned internationally, but this didn't work at bet-Beast.com.

So I deposited money and lost it.

Then I sent an email to support requesting that my account be blocked, but this was ignored.

Then I asked again in the live chat that my account be blocked, this was promised to me, but nothing happened.

I have added screenshots of the email, but I don't have a screenshot of the live chat.

I simply want to be permanently banned and have my deposited money back.

Ich habe mich bereits international sperren lassen, allerdings funktionierte dies nicht bei bet-Beast.com.

ich habe also Geld eingezahlt und es verloren.

dann habe ich eine Mail an den Support geschickt, dass ich möchte, dass mein Konto gesperrt wird, diese wurde allerdings ignoriert.

dann habe ich im Live Chat erneut darum gebeten, dass mein Konto gesperrt wird, dies wurde mir auch zugesagt, aber nichts passierte.

den Screenshots der Mail habe ich hinzugefügt, ich habe allerdings keinen Screenshot des Live Chat.

ich möchte einfach nur endgültig gesperrt werden und mein eingezahltes Geld zurück haben.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBeast Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues or your participation in the OASIS register? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@betbeast.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BetBeast Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The account is now blocked after I again requested that it be blocked.

I understand that the casino has time to delete the account, but I was already officially banned.

I was able to make a deposit yesterday, and I did so, but I simply want my money back, as it is illegal to allow me to make the deposit in the first place.

I have forwarded the email correspondence to you.

Das Konto ist nun gesperrt, nachdem ich erneut darauf hingewiesen habe, dass das Konto gesperrt werden soll.

Ich verstehe, dass das Casino Zeit hat, bis das Konto gelöscht ist, aber ich war ja nun mal schon offiziell gesperrt.

Ich konnte zuletzt gestern eine Einzahlung tätigen, habe dies auch getan, aber ich möchte einfach mein Geld zurück haben, da es rechtswidrig ist, mir überhaupt die Einzahlung zu ermöglichen.

Den Mailverkehr habe ich an Sie weitergeleitet.

Thanks for sharing your point of view.

We can only ask the casino to refund funds that were lost on gambling if you previously disclosed having gambling issues to the casino and the casino failed to protect you.

From our point of view, the casino isn't licensed in Germany, which means your Oasis registration won't be applicable in the casino. Even in offshore casinos, we consider the mechanism to self-exclude players with gambling issues permanently to be mandatory.

From the communication you provided so far, you informed the casino about your gambling addiction on December 21st, and the same day, the casino closed your account, which is the correct approach.

If there is any previous communication with the casino where you disclosed gambling addiction, gambling issues, or loss of control of your gambling, please share it with me as evidence.

Looking forward to your reply.

Dear Sophiax3,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru